Alaska Airlines

April 19, 2017Dear ***,Thank you for your reply to our recent communicationWe want to assure you we have reviewed your concerns again, and apologize that you feel all your concerns were not adequately addressedIt is important to us that you know passenger safety is always our highest priority and we work to provide a safe environment for every aspect of your travelAs mentioned in my previous response, our policy regarding animals in the cabin does require that they remain in the carrier at all times, with the exception of service animalsAdditionally, animals with offensive odors or that cause a disturbance must travel in the climate controlled baggage compartmentWhile I cannot speak to if the animal was a service animal or not, your concerns are being reviewed by the Inflight Manager to ensure that our employees are enforcing the proper policies regarding animals in the cabinI would like to once again apologize for your travel experience with usIt is always our desire to exceed the expectations of our customersIn an industry where customer service is a key feature, this is a necessityWithout customer feedback such as yours, the opportunity for improvements would not be as dynamicAlaska truly values your patronage and I would like to invite you to join us on a future flight so that we can demonstrate the high level of service that we are known for and that you deserve.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] and Alaska are presumably partners This is simply a convenient way for Alaska to kick the can on this issue I have never flown on [redacted] I have, however, flown on Alaska multiple times over many years and simple corporate social responsibility and basic customer satisfaction principles would tell me that Alaska should take charge here and do the right thing You know what the right thing is here Again, as a business owner, I know what I would do Sincerely, [redacted]

April 12, 2016 Dear [redacted] , Thank you for sharing your feedback with the RevDex.com regarding mileage award travel. It's our goal to make sure every trip you have on Alaska goes smoothly. The best way for us to do that is hearing from you. We offer a variety of... fares in the markets we serve, from highly discounted advance-purchase fares that come with certain restrictions to flexible, unrestricted fares. The exact amount of the fares in a given market are determined by a number of factors, including demand, distance, competition, season, and operating costs, among others. Award travel seats are offered under the same structure, and seats can be limited at each award level. On high demand flights, airlines will try to increase revenue by limiting the number of award seats available at the lower fares or mileage. The number of tickets previously sold on your desired flights and the number of days until your flight departs will determine the fares available to you. In most cases, as your desired flight nears its capacity and departure date, the higher the fare will be. Accordingly, I am unable to honor a fare that is no longer available on your selected travel dates. I sincerely apologize that the fares available for your upcoming trip did not meet your expectations. As feedback from our customers is taken in to account when determining our fare levels and availability, I have taken the liberty of sharing your comments with our Revenue and Yield Management Departments for their review. [redacted] , as a customer service gesture, I have deposited 3,000 miles into your Mileage Plan account. We value your patronage and look forward to welcoming you aboard another Alaska Airlines flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

March 16, 2018Dear ***Thank you for your reply. I apologize for the confusion. When a guest fails to show for a reserved flight prior to the departure time and fails to notify the airline, the ticket will be cancelled and subsequent segments or credits will be forfeited. The ticket was put into used or 'no show' status, and unfortunately is not eligible for a refund. That said, due to the circumstances you described, I am happy to make an exception to offer a credit for future travel. Please reference the appropriate code below at the time of booking. To use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to 330 days beyond the date of ticketing. One discount is allowed per reservation. Any Discount Code value remaining after purchase is forfeited. Discount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed fares. Complete Discount Code rules and restrictions can be found online at alaskaair.com. [redacted] , in the amount of $275I hope that you will accept my invitation to join us on another flight. Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

I went to have a spa and after a discussion or should I say a somewhat confusing dialog with the person at the desk was told they could do a standard massage Once on the table the person proceeded to rub my leg with the cover still onHe continued to rub my leg for minutes and each time I tried to complain he said OK I understand but continue doing what he wanted I stopped him one last time and asked for the manager and he brought over another gentleman who didn't speak english I was again told ok after hour of this where he only rubbed my one leg and arms he said finished This was the worst massage I have ever had Once off the table I complained for about minutes was asked to speak to the manager and was told they didn't have one nor did anyone know how to speak English I paid them only because I didn't want them to call the police It is truly a shame how they took my money In addition I really don't think they had a license to do business

Complaint: [redacted] I am rejecting this response because:Simply reimbursing me for the hotel (that I was promised that would be there when I landed, wasn't, and then was told to figure it out myself) is not sufficientNot taking me as seriously, or reimbursing me at the same level as other people who were upset because I am younger and/or was less vocal is not okayCausing me to miss work, lose out on money needed to make ends me and putting my job in jeopardy is not okayNot reimbursing me for the flight that you messed up, and not reimbursing me the full amount of the flight is not okay.You need to take people seriously, treat them better (I was treated VERY rudely on the phone and at the desk), make genuine attempts to keep customer relationships, and when YOU mess up, take responsibility and make it rightYou are very, very far behind just about every other airline when it comes to these thingsSincerely, [redacted]

November 1, Dear Ms [redacted] , Thank you for sharing your feedback via the Revdex.com regarding your recent travel with American AirlinesIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you Unlike many other airlines, Alaska continues to offer our customers the option to request their desired seat assignments at no additional chargeRegrettably, there are circumstances that occur where we must change a ticketed customer’s seat assignment, such as a schedule changeIn review of your reservation details, it is unclear why the schedule change notification email incorrectly showed you in the same seat assignmentsI apologize for the misinformationThat said, our call center agents do have the ability to assign or change seats for a customer that may be traveling on an American Airlines flightUnfortunately, once you are within hours of departure, the availability can be limitedBoth American and Alaska would not be able to accommodate seating requests by phone in this type of situationAs such, it would be necessary to speak to someone at the airport to request seating togetherIn most cases, this can easily be accommodatedI am disappointed to hear that you were told to call American, and subsequently told to contact Alaska once againI have forwarded your feedback to our Reservations Manager for their review, and to ensure this does not happen again in the futureI understand the importance and convenience of pre-assigned seating and apologize for the disappointment you experienced Ms [redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including Discount CodePlease reference the appropriate code below at the time of bookingTo use your discount, go to [redacted] and enter the Discount Code into the Discount Code field on the right side of the booking form Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] , Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations Sincerely, Trisha V [redacted] Customer Advocacy Specialist Reference#: [redacted]

March 22, Dear [redacted] , Thank you for contacting the Revdex.com regarding your Alaska Airlines credit cards and Mileage Plan accountBelow is a copy of the correspondence previously sent regarding this matterOur stance remains the same Hello [redacted] , Thank you for your replyThese are the Term & Condition you agreed to when signing up for the Alaska Mileage plan In the event a Mileage Plan member violates these Conditions of Membership, perpetrates a fraudulent or deceitful act against Alaska Airlines, any of its partners or any of its customers, or engages in behavior offensive to Alaska Airlines' employees, partners or customers, Alaska Airlines may, without notice and in its sole discretion, suspend the Mileage Plan member's account; terminate membership in the Mileage Plan program; cancel all previously accumulated mileage; refuse to transport on a temporary or permanent basis; and/or confiscate any certificates or tickets previously issued This matter is now closed Kind Regards, [redacted] ***Customer Care Thank you for taking the time to contact the Revdex.com Sincerely, [redacted] Customer Advocacy SpecialistReference#: [redacted]

Complaint: [redacted] I am rejecting this response because The compensation provided by customer service is inadequate compared to what I went throughI'm going to need further compensation Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am awaiting for my damaged property Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is no way explains why non-refundable tickets are still available for purchase but restricted those who wish to use the miles they've earnedPlease feel free to contact me by phone - [redacted] Sincerely, [redacted]

January 10, Dear [redacted] , Thank you for sharing your feedback via the Revdex.com regarding your recent experience We recommend that you check in 2-hours prior to departure to allow yourself enough time to proceed through the ticket counter line and reach your gate for boarding at least minutes prior to departureWhile we understand the importance of a quick, convenient check in process, there are factors that will occasionally cause long lines at the ticket counterI apologize for any inconvenience you experienced, and that you feel our agents were not more helpful and should have made an exception to assist you promptly upon arrivalIn review of your reservation details, I found that our agents did make an attempt to locate you approximately hour before your flight departure, however you were not present at the ticket counter at that timeDue to the circumstances they were unable to make an exception to rush you through to the gate Alaska is committed to providing an inclusive environment for both customers and employeesWe do not tolerate any form of discriminationWe're sorry if you felt this situation could have been handled differentlyIn review of your ticket details, we found that you had purchased a special fare that can only be reissued by the original booking agencyThis is the reason that you were advised to contact Expedia for rebooking assistanceAccordingly, we are unable to offer any refund for any costs incurred with the rebooked flight [redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including two Discount CodesPlease reference the appropriate code below at the time of bookingTo use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] ***, Discount Code [redacted] , in the amount of $[redacted] , Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

February 11, Dear ***, Thank you for contacting the Revdex.com regarding our Salt Lake City promotion to earn MVP status In research of your concerns, I found that you have been in contact with our Customer Care Department about this situationI have spoken with them again, as well as the appropriate corporate managers, regarding the terms of the promotionAccordingly, our stance remains the same and we will not be awarding you MVP status for I have included our previous response for your reference ***, as an apology for any misunderstanding, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Airlines Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] , Discount Code [redacted] , in the amount of $ ***, thank you very much for writingWe value your feedback and, for this reason, we regularly use customer comments when making considerations for future improvements or enhancements Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted] February 9, Dear ***, I appreciate that you took the time to contact Alaska Airlines with regard to our Salt Lake City/MVP promotion This was a promotion offering MVP status for the remainder of onlyThe promotion required the member to fly two qualifying non-stop flights between Salt Lake City and selected destinations between February 15, and May 15, Our records indicate that you were given MVP status under this promotion on April 11, and enjoyed the benefits of your MVP status through December 31, 2015.All special Mileage Plan promotions are subject to the terms and conditions of our Mileage Plan membershipElite status is given on a year by year basis, and resets each year unless status for the subsequent year is earnedSince you already enjoyed MVP status in under the terms of the promotion and did not qualify for status under the terms of the Mileage Plan, I regret that we must respectfully decline your request for MVP statusI apologize for any confusion you may have experiencedI have taking the liberty of sharing your comments with our Marketing Department for their review***, thank you very much for callingWe look forward to welcoming you aboard an Alaska Airlines flight in the near future Sincerely,Heidi K.Customer Care RepresentativeReference#: [redacted]

February 22, Dear [redacted] , I appreciate that you took the time to contact us via the Revdex.com regarding your delayed bag Careful handling of your luggage is a critical part of our service, and it is discouraging to know that we let you downWhile such situations are rare, with rates of affected passengers generally less than one percent, we never desire to inconvenience our valued customersI have been in contact with our Baggage Supervisor, Natalia, and she has advised that she spoke to Pallavi via phone, and she has since received the bagPlease accept my apology for your extended wait for the return of your checked luggageShe will be sending you a Discount Code as a customer service gesture for the inconvenienceAdditionally, I have submitted a refund of the baggage fee, which will reflect on your account within 7-days As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight Sincerely, Trisha V [redacted] Customer Advocacy Specialist Reference#: [redacted]

April 11, 2017Dear ***,Thank you for sharing your comments via the Revdex.com I apologize for any confusion regarding your unused ticketsWhen you cancel a ticket, there are a couple options for what you can do with the unused valueIt appears that when you cancelled your tickets, you did so via an agent on the phone on April 20, Since this was outside of hours from your original booking date of 3/3/2016, a refund back to your credit card was not an optionThat said, the ticket numbers are still valid and the unused value can be used toward a future ticket purchase within one year from the original departure date of 4/21/Please reference the numbers below to use the value toward new travel [redacted] ***: [redacted] : [redacted] , we value your patronage and look forward to welcoming you aboard another Alaska flight soon.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

copy of our previous responses regarding this matter April 2, Dear [redacted] , Thank you for sharing your feedback regarding the service provided by our gate agent in SeaTacIt's our goal to make sure every trip you have on Alaska goes smoothlyThe best way for us to do that is hearing from you Alaska Airlines strives to provide exceptional service to our customersFrom what you have shared, it is apparent that we have failedOur employees are committed to taking great care of passengers while looking out for customer comfort and safetyWe understand this was a frustrating experience for you and offer our apologiesWe assure you that we have shared your concerns so we can continue to improve and take better care of you next time [redacted] , I apologize for any inconvenience you experiencedAs a customer service gesture, I am including a Discount CodePlease reference the appropriate code below at the time of bookingTo use your discount, go to alaskaair.com/planbook and enter the Discount Code into the Discount Code field on the right side of the booking form.Your Discount Code must be ticketed within one year from the date of this email, and is valid for travel between any Alaska Airlines cities up to days beyond the date of ticketingOne discount is allowed per reservationAny Discount Code value remaining after purchase is forfeitedDiscount not valid on all fares, including but not limited to Mileage Plan Award Reservations, Alaska Airlines Vacation packages, tour or contract fares, most discounted First Class fares and many privately filed faresComplete Discount Code rules and restrictions can be found online at alaskaair.com [redacted] Discount Code [redacted] , in the amount of $ I hope that you will accept my invitation to join us on another flightI'm confident that we will once again live up to your expectations Sincerely,Ryan P [redacted] Customer Care RepresentativeReference#: [redacted] April 4, Dear [redacted] , Thank you again for your feedback and for helping us improve our operation and servicesAny of our follow up with our employees is strictly handled internallyI have shared your experience with our Seattle station management who will follow up with our team members directly, but any actions taken are not shared publically for the sake of our employee's privacyIf you have any questions, please don't hesitate to reach out Sincerely,Ryan P [redacted] Customer Care RepresentativeReference#: [redacted]

September 19, 2017Dear ***,I appreciate that you took the time to contact the Revdex.com regarding your unused ticket.We understand that things happen and due to what you described, we are happy to offer an exception and refund your ticket without a service feeWe will request a refund which can take up to 7-business days to process depending upon the bank card issuer.As always, thank you for flying with usWe hope you'll give us the opportunity to exceed your expectations on another flight.Sincerely,Trisha V [redacted] Customer Advocacy SpecialistReference#: [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please also forward below message to the business: It is true that an agent in Maui offered us rebooking of the flight to Walla WallaHowever, we considered not to take this option because of several reasons: the flight she suggested us to take is an overnight/red eye flight, and departs in about hours, which is quite time wasting for us to stay hours in airport since we've returned our rental car; my husband has an important meeting in the morning (9am) of Dec 21, we can't arrive later than that; ground transportation is still an issue when we arrive at Walla Walla as it's about miles away from Pasco, and we will need to rent a car at our own expenseWhen we told her that we decided to take the original flight to Portland, she agreed and suggested us to ask for advise from the counter in Portland, that's exactly what we did, and we were advised by Alaska agent at Portland airport to rent a car by ourselves and then ask Alaska airline for a reimbursement I'm attaching the following files: 1) rental car contract 2) gas cost receipt 3) The note provided to us by Alaska agent at Portland airport(We were told to follow the note to require reimbursement but it didn't work) Please mail the check to: [redacted] Richland, WA Sincerely, [redacted] ***

Dear Sir or Madam,Alaska Airlines has provided a satisfactory response Thank you for your kind assistance.With my thanks, [redacted]